As today’s consumers have become more demanding and self-reliant than ever before, self-service is no longer optional for businesses. In fact, 70% of consumers prefer to look for answers online before contacting customer service for help.
With LiveAgent’s help desk and self-service software, you can extend your support capabilities and enable your customers to resolve issues on their own– 24/7, anytime, anywhere. When you provide your customers the help they need through self service, you’re doing them and your customer service agents a big favor.
Self-service software allows customers to access product/ service information, find answers to their questions and solve problems without interacting with a service representative. Self-service portals may include knowledge base articles, frequently asked questions (FAQ) pages, troubleshooting guides, video tutorials, customer community forums, ticket submission and tracking, etc.
With 90% of global consumers expecting brands and organizations to offer an online portal for self-service, the customer self-service software market is expected to reach USD 18.12 billion by 2024.
When customers are empowered to help themselves – things get better for everyone. The most forward-thinking businesses have already recognized the numerous advantages of offering self-service options to their customers.
Self-service decreases the total incoming ticket volume because customers are able to find answers to their questions and resolve simple issues on their own without having to contact your team.
Self-service improves agent efficiency and productivity. Instead of spending time on handling minor, repetitive issues, agents can focus on more critical, higher-value queries.
With round-the-clock-access to relevant information, self-service portals boost satisfaction by giving customers an easy way to find solutions whenever it’s most convenient for them.
Investing in self-service helps to cut down on operational costs as you literally support your customers even out of business hours, thus eliminating the need to hire additional service employees.
Put your customers in control of their own service experience. Let them refer to knowledge base articles, engage in community forums, leave feedback, submit and monitor support tickets – all in a single self-service portal.
Set up a comprehensive knowledge base in 4 simple steps. Provide your customers with all the helpful information they need – getting started guides, how-to articles, troubleshooting tips, FAQs and more. Your customers can easily refer to them when it’s after your business hours and your agents are offline. Create multiple knowledge bases — each with a unique design, settings and content. If your business sells several products or you manage multiple brands, your internal knowledge bases will be only accessible by your agents.
Expand your self-service offerings with a community forum which fosters interactions between your customers and increases customer engagement. Encourage your customers to help each other by answering each other’s questions, sharing their knowledge, insights, tips and best practices. Each forum entry is transformed into a ticket so your support agents can always step in and offer help if needed.
Do you know what features your customers value most and want to see in your products? Let your customers know their opinions matter – allow them to share feedback and suggestions, vote for existing suggestions, and track the progress of their implementation. Place a Feedback button anywhere on your website and customize it to fit your business style to start receiving feedback.
Ensure that customers who are searching for help on their own have a smooth way of submitting help requests (if they weren’t able to find what they were looking for through the available self-service resources.)
Resources such as the customer portal enable customers to manage their own tickets and track their progress and status.
Self-service is just the top of the iceberg of what LiveAgent has to offer. Take your customer service to the next level by using all the capabilities and features designed to provide multichannel support and a seamless service experience.
LiveAgent provides powerful ticketing features – including smart ticket distribution, workflow automation, SLA management, canned responses, splitting and merging tickets, team collaboration tools, reporting and analytics. Keep all your customer communications from multiple channels under one roof and resolve tickets quickly and efficiently.
Despite the rapid rise of self-service and digital channels, a huge number of consumers still prefer phone support. LiveAgent includes a built-in cloud-based call center that allows you to centralize calls from your website or landline into a single place. Design custom IVR trees, automate call routing, make unlimited call recordings, and much more.
Enable your customers to reach you in a couple of clicks by providing instant real-time support with live chat. LiveAgent’s chat tool combines both common and unique features including multiple chat routing and distribution options, proactive chat invitations, online visitor monitoring, real-time typing view and more.
Integrate your help desk with the most popular social media channels like Facebook, Twitter and Instagram. You can easily monitor and reply to all your social media messages, comments and brand mentions as they are converted into tickets. Manage everything from a single dashboard, and save your precious time from switching between multiple accounts.
It’s a one-stop-shop for all your customer service needs with ticketing, live chat, call center and social media support.
LiveAgent has been the most reviewed and #1 rated help desk software solution for small businesses in 2019-2020.
The tool is packed with 179+ features, 40+ integrations and nearly endless customization options to adapt to your needs.
Over 21,000 of businesses across various industries have chosen LiveAgent from hundreds of other providers.
With no long-term contracts or hidden fees, LiveAgent provides the best value for your money with fully transparent and fair pricing options, billed only for real usage every month. Self-self service capabilities are built into every plan – except for the free one.
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